Course Summary
This 3 day course provides a detailed exploration of the Continual Service Improvement (CSI) phase of the ITIL Service Lifecycle and onto the practical considerations for using CSI in the real world.
Questions? Just ask.
Speak to a specialist before you book.
Call us on +44 (0) 1753 859 344 or email us at hello@thynk.co.uk.
Key Info
Who the course is for and what you’ll get out of it.
Who Should Attend
This course is suitable for all IT professionals requiring a knowledge of ITIL Continual Service Improvement.
This may include:
- CIOs, CTOs and executive IT staff
- IT managers and team leaders
- IT Service Management (ITSM) staff
- IT professionals involved in strategic planning, execution and control
- Anyone who is working toward the ITIL V3 Expert or Master certificate
What You Will Learn
- CSI principles, methods and techniques
- Managing all CSI processes
- How to organise IT to accommodate CSI
- How to implement CSI and key considerations
- Options for the use of supporting technology
- Critical success factors and risks
Prerequisites
You need to hold the ITIL V3 Foundation certificate to enrol for this course.
You can also attend this course if you hold both the ITIL V2 Foundation and Foundation Bridge certificates.
Certification
Successful candidates obtain the ITIL Lifecycle certificate in Continual Service Improvement.
The 90 minute exam contains 8 multiple choice, gradient scored questions with a pass mark of 28 correct answers from 40 (70%).
This certificate also counts as 3 credits towards the 22 required to obtain the ITIL Expert qualification.
How to book
Run this course in-house, or attend one of our public courses throughout the UK.
Public Courses
To obtain our latest public schedule for this course, call us on +44 (0) 1753 859 344 or enter your email address below and we’ll contact you today.
In-house Training
This course is available at any location across UK and Europe.
In-house, corporate bookings carry significant discounts and are customisable to your requirements.
Call us on +44 (0) 1753 859 344 to talk to a training specialist or email us at hello@thynk.co.uk.
You can tell us more about your business by completing our enquiry form and we’ll send you a full quotation the same day.
Course Contents
3 days, a little homework and the 90 minute exam.
Day One
Introduction to CSI
Understanding the core concepts, terms and goals of CSI
Principles
How the success of CSI is dependent on service level management. How to use CSI tools including the Deming Cycle and Service Measurement
Processes
How to use the 7-step improvement process and understanding the links with other ITIL processes
Day Two
Methods and Techniques
How to conduct and review gap analysis and benchmark performance assessments. Understanding balanced scorecards, SWOT analysis and the Deming Cycle
Organisation
Review the necessary skills for undertaking CSI activities and the required roles and responsibilities
Technology
Exploring the role of technology and how it may be used to enhance processes and activities within
CSI. Review the use of automation tools
Day Three
Implementation Considerations
When and where to begin implementing CSI. How effective communication strategies can help organisational change
Critical Success Factors & Risks
Explore the positive and negative impact when using CSI and how to overcome key challenges. Understand and articulate the benefits and cost of CSI
Exam Preparation
A period for any last minute revision with the trainer present. A full mock paper is also taken before the full exam
